In Verde Group's November 2023 newsletter, we explore why we believe the mainstream CX industry is broken. Companies are investing in CX solutions, but are they really working? […]
Blogs and Articles
The Customer Experience Risk — It’s What You Don’t Know That Should Keep You Up at Night
You may be like many executives who’ve had more than a few sleepless nights worrying about your customers. Particularly the customers with problems — on average that’s 3 out of 4 of your customers — the ones who light up the phones and fill your inbox with concerns, complaints, and helpful suggestions. Surely if you […]
Newsletters
October 2023 Newsletter
Are You Unknowingly Betraying Your Customer?
In Verde Group's October 2023 newsletter, we dive into our unique approach that has led companies to focus on the issues that matter to customer behavior and ultimately the financial performance of the business. […]
Blogs and Articles
The Disinvestment in Human Labor: Are Chatbots the New Offshore Call Centers?
In the ever-evolving landscape of business, companies are constantly seeking ways to optimize operations and cut costs. One prominent trend that has gained traction in recent years is the disinvestment in human labor within organizations. This strategy often involves automating various tasks and processes to reduce reliance on human employees. One manifestation of this trend […]
Newsletters
September 2023 Newsletter
The Transparent Truth About Customer Experience Strategy
In the Verde Group's September newsletter, we explore real-world examples of how negative interactions lead to market erosion and a loss of trust. […]
Blogs and Articles
Enhancing Customer Experience: The Role of Due Diligence in Private Equity
Private equity (PE) has become a driving force in the business world, fueling growth and innovation across various industries. One crucial aspect of this investment strategy is due diligence, the comprehensive assessment of a target company before an acquisition. While financial metrics and operational efficiencies are often prioritized during due diligence, an equally important aspect […]
Newsletters
August 2023 Newsletter
Addressing Those Moments That Damage Your Brand — And Your Business
In the Verde Group's August newsletter, we discuss those moments that damage your brand and how to resolve them, and we talk about the Bare Minimum Mondays phenomenon. […]
Blogs and Articles
The Problem with Customer Satisfaction Surveys
“Customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences.” Peter Kriss, Harvard Business Review Nearly three decades ago, Jones and Sasser published the infamous piece “Why Satisfied Customers Defect”. Many companies conduct regular customer satisfaction research with the belief that there’s a direct link between […]
Blogs and Articles
Frustrated by Your Current CX Strategy?
Frustrated with the lack of progress in implementing successful CX change initiatives? Join the crowd… According to a Forrester June 2023 report, CX quality among brands in the US declined for an unprecedented second year in a row. Despite more than 80% of business leaders indicating that improving CX is a high priority, just 6% of […]
Newsletters
July 2023 Newsletter
Strategic Planning — Don't Forget About CX!
In the Verde Group's July newsletter, we review the challenges that many organizations face in injecting the voice of the customer and specifically the role that customer experience can play in driving improved financial performance. […]